​About Savics
Savics is a Social Enterprise that leverages existing technologies and field knowledge to co-create and implement innovative products to enhance stakeholders’ impact on individualized patient care, disease surveillance, and healthcare management at the global and local levels. 

We partner with health stakeholders to build simple, customizable, and patient-centric applications that gather field data and provide valuable insights for informed decision-making. 

We have developed a suite of highly innovative mobile and web applications that support health systems, with the aim of strengthening and improving health outcomes for low and middle-income populations. 

In 5 years’ time, we have deployed our products across fifteen countries; mostly in Africa and South-East Asia. 

Your Location

These Senior Support Engineer positions are open to candidates based in Senegal (one person), Guinea (one person), Mali (one person), and Cameroon (one person). These four positions are subject to project approval and have an expected start date at the beginning of Q4.

Your role 
We are looking for Senior Support Engineers to provide enterprise-level assistance to our customers. You will diagnose and troubleshoot software and hardware problems and help our customers install applications and programs.

Senior Support Engineer responsibilities include resolving network issues, configuring operating systems, and using remote desktop connections to provide immediate support. You will be working alongside other engineers and developers working on different layers of the infrastructure. Therefore, commitment to collaborative problem solving, sophisticated design, and creating quality products is essential.

Responsibilities

Diagnose and troubleshoot technical issues, including account setup and network configuration & prioritize and manage several open issues at one time

Research and identify solutions to software and hardware issues

Track computer system issues through to resolution, within agreed time limits

Properly escalate unresolved issues to appropriate internal teams (e.g. software developers via Jira, Bitbucket, and Microsoft Teams)

Provide prompt and accurate feedback to customers

Follow up with clients to ensure their IT systems are fully functional after troubleshooting

Ensure all issues are properly logged

Prepare accurate and timely reports

Document technical knowledge in the form of notes and manuals

Backup and provide support to other team members.

Requirements
Master’s degree in computer science or equivalent experience
5+ years proven experience as an IT Support Engineer, Desktop Support Engineer, IT Help Desk Technician as Senior
Hands-on experience with Windows/Linux/Mac OS environments
Experience with Database administration. An experience with NoSQL databases is a plus
Good understanding of computer systems, mobile devices, and other tech products
Ability to diagnose and troubleshoot technical issues
Strong understanding of the basics of programming and algorithms
Experience in troubleshooting web servers (NGINX, Apache, Tomcat)
Ability to troubleshoot software applications based on inspecting the source code of the software and reading logs
Experience in Java and Javascript is a plus
Familiarity with remote desktop applications and help desk software
Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
French & English speaker
Comfortable traveling 25% of the time
A permanent internet connection (Savics will support the monthly fees)
Why work at Savics?
You will work in a fast-moving self-managed environment
You will be a valuable actor in the development lifecycle of our eHealth solutions
We share a common passion - Read our Manifesto (Savics Manifesto)
We strongly believe that our actions shape the future
We have a work culture where team members are independent and encouraged to improve and evolve daily in a supportive environment
We learn new things daily
We love what we do and love to be the best
Soft skills
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both in writing and verbally
You are a team player with a fondness for mentoring and working within a culture of learning
You are great at collaborating with cross-functional teams
Your are empathetic to employee, customer and end-users needs
You are independent & proactive
You are transparent, organized and have strong work ethics and humanist values.
At Savics, you will work in an environment where humanist values are nurtured. You will be independent, responsible for finding solutions to local and global problems. We are all happy to be part of the team and learn from each other. Our goal is to make a significant impact on global health with appropriate technologies. 
Kindly send us your resume and cover letter
Based on our Privacy policy, applications are deleted from all our records after 12 months of reception unless you specifically authorize us to contact you to propose further job opportunities in line with your profile.
As we are working towards gender parity at Savics, women are strongly encouraged to apply.